Job Description
Intro
At MO, we challenge the status quo and help government leaders shape the future. We engineer scalable, human-centered solutions that help agencies deliver their mission faster and better. Our teams blend product, design, AI, data, and modern software practices to modernize legacy systems, build new digital platforms, and deliver mission-ready products that drive sustainable change.
We live by our values—Own It. Grow Together. Lead with Courage and Integrity. Win as One. Sustain the Climb. Stay Human. They guide how we build, collaborate, and lead. From cloud infrastructure and data engineering to AI integration and service design, we connect technology and experience to deliver outcomes that scale.
We’re building a company where technologists, designers, and builders can serve the mission, grow their craft, and help shape the future of digital government. At MO, your work doesn’t just make a difference—it advances the mission and helps build a more capable, trusted, and human government.
Overview
We are looking for a Senior Customer Support Specialist to support our Veterans Affairs client. In this role, you will working in a small, cross-functional team to understand and synthesize customer needs, create technical documentation empowering our customers to easily navigate content management processes, strategize improved service delivery,design innovative solutions built on SaaS and PaaS products, and provide helpful, friendly, and responsive customer support.
If you have experience in creating customer-facing technical documentation and customer support that helps bridge gaps between customers and interdisciplinary teams, we’d love to hear from you.
This role is remote.
What You’ll Do
- Deliver timely, accurate publication of documentation driving program goals to facilitate smooth and transparent customer experiences.
- Write, edit, and update technical documentation, such as user manuals, FAQs, API documentation, and software development guides.
- Gather information by working closely with subject matter experts (SMEs), engineers,product managers, and other stakeholders.
- Conduct customer interviews and usability testing to ensure documentation accuracy, relevance, and utility.
- Organize and structure complex technical information into clear, concise, and user-friendly formats.
- Maintain version control and ensure consistency across all documentation.
- Collaborate with cross-functional teams to understand project requirements and timelines,and plan supporting technical content delivery accordingly.
- Participate in product development meetings and testing to stay informed about updates, and incorporate necessary changes into technical documentation.
- Review and revise documentation to ensure grammatical accuracy, technical precision, and adherence to broader VA.gov platform standards.
- Respond to customer support requests with an initial response within 2 hours, work with customers to resolve relevant issues, escalate technical issues to other relevant parties and follow up as needed to ensure completion.
- Use trends from customer support requests to make iterations to and/or create new technical documentation
What You’ll Bring
- 2+ years of experience in a similar role
- Experience with CMS (content management system) software preferred
- Proven experience in developing and delivering technical writing
- Strong professional communication skills, written and verbal
- Experience interacting directly with customers in friendly, helpful, and supportive capacity
- Ability to write and verbally articulate complex technical concepts
- Ability to learn and explain complex software products and technology
- Ability to meet deadlines while maintaining quality
- Can conform to shifting priorities, demands, and timelines as stakeholder needs and project plans change
- Collaborate with team members and subject matter experts to continually expand
- Knowledge and broaden the employee technical skill base
What Isn’t Required
- Specific Educational Background:Your qualifications matter more than where (or if) you went to school.
- Big-Name Employers:It’s not about having a well-known company on your resume; it’s about what you’ve accomplished.
Perks
- A dynamic, high-trust environment with a diverse, mission-driven team
- Competitive compensation commensurate with experience
- Meaningful opportunities for career growth and learning
- Comprehensive health coverage (medical, dental, and vision)401(k) with company match
- Unlimited Paid Time Off (PTO)
- Company-sponsored short- and long-term disability, plus life insurance
- Company-sponsored parental leave
$72,000 - $90,000 a year
Compensation
Compensation for this role is an annualized salary range of $72,000 to $90,000 plus benefits and growth potential.
Placement within this range will be based on the competency level of the candidate. An offer will be made at one of the following tiers:
Tier 1: $72,000— Meets minimum qualification/experience requirements. Beyond onboarding, will need additional guidance and training to perform key responsibilities of the role.
Tier 2: $80,000— Experienced and fully-competent. Beyond onboarding, can independently perform key responsibilities of the role.
Tier 3: $90,000— Highly-experienced and can perform all responsibilities of the role at a higher level than expected once onboarding is completed.
To ensure equity and consistency across our compensation system, MO applies a structured salary framework. Offers are made within the posted range based on demonstrated competency and experience. This range is non-negotiable to maintain internal and external pay equity.
Note: To ensure compliance with all state, county, and local employment and tax regulations, applicants must currently reside in one of the following states to be considered for employment with MO. Employment eligibility is also subject to applicable state labor laws and remote work registration requirements.
This list will be updated periodically as our team expands hiring eligibility to additional states
AZ; CA; CO; CT; DC; FL; GA; IL; KS; MA; MD; ME; NC; NJ; NV; NY; OR; PA; TX; VA; WA; WI.
Candidates in the Washington, DC region are preferred.
The contract this position supports requires US Citizenship.
This position will remain open through February 21, 2026.
In support of the Colorado Equal Pay Transparency Act, and others like it across the country, MO’s job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we’ve outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility.
We’re MO
We build with purpose, deliver with precision, and measure success by the impact we create — for our clients, our teams, and the mission. All MO leaders are expected to lead with humility, embody our core values in their leadership, and to hold their team accountable to the same. MO leaders are expected to ensure we are always growing by tackling hard problems, being strategic, and learning from others.
If you’re excited to work with us but not sure you check every box, apply anyway! You may be just right for this role or another one.
MO is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to building a diverse team and fostering an inclusive, equitable environment where everyone can thrive.
All employment offers are contingent upon successful completion of any required background, reference, or security clearance checks consistent with applicable law and client contract requirements. Your job offer is contingent upon satisfactory completion of such background and/or reference check as applicable. Additionally, this position may require a government background investigation to be completed and adjudicated dependent on your role and project . This offer will be withdrawn if any of the above conditions are not satisfied.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
